Safaricom introduces tools to Guarantee better user experience

Safaricom has unveiled a suite of products designed to enhance experience for customers on its network.

The tools – which aim to hand customers more control on how they use voice, data or value added resources on the network – include the Safaricom Guarantee, My Data Manager and My Subscriptions, all of which are freely available on any handset in the country.

Safaricom Guarantee and My Subscriptions Management are available to all Safaricom customers and requires no sign up action. My Data Manager may be accessed by dialing *100# for PrePay customers and *200# for PostPay customers.

“Over the last few years, we have invested an average Sh30 billion a year to build the best network for Kenya. However, we are aware there is a great deal of opportunity to enhance the experience on our network for our customers,” said Bob Collymore, Safaricom’s CEO.

As a service that will enable the company to offer refunds to customers should they experience a network disconnection, the Safaricom Guarantee will leverage the extensive investments Safaricom has made in building the most advanced network in the country.

Safaricom also launched My Data Manager that gives customers power to control data bundles usage, allowing them to restrict browsing on out of bundle rates. This development will seek to resolve instances where a customer’s data bundles run out and the network switches automatically to the more pricier airtime option when surfing the Internet.

Through the first-of-its-kind promotion, Safaricom has committed to refund customers with up to one (1) minute of talk time if they experience a network disconnection during local calls to other Safaricom subscribers.

Information Cabinet Secretary, Joe Mucheru, had this to say at the launch, “As the sector continues to evolve and focus shifts to quality of service, this strong commitment demonstrates the belief that Safaricom has in its network and is testament to the fact that they continually innovate on behalf of their customers’ needs.”

My Subscriptions Management hands customers power to view their active subscriptions (Data, SMS, Skiza and Premium Rate Services) and manage their subscriptions by adding more services or unsubscribing from active services.

Safaricom becomes the first operator in Africa to announce such initiatives, and is the first in the world to offer a real-time refund for network related call disconnections.